Viable service systems and decision making in service management
Viable service systems and decision making in service management
复制标题
可行的服务系统和服务管理决策
DOI：
10.1108/09564231211260396
复制
发表时间：
2012
影响因子：
10.6
通讯作者：
Badinelli R
中科院分区：
文献类型：
--
作者：
Badinelli R
目的——本文的目的是强调系统思维如何在服务系统特有的不确定环境中促进决策。基于服务系统面临复杂条件的假设，本文认为系统思维可以支持对服务管理中关键问题的理解。设计/方法论/途径——本文提出了对服务系统背景下的复杂性的解释，强调了采用系统方法时发生的视角变化。然后，尽管驱动可行系统的决策很复杂，但通过使用模糊逻辑将服务系统建模为代理、资源、流程和决策的网络，将所提供的概念视角带到操作层面。本文回顾了服务管理研究流，并深入研究了服务系统和复杂服务系统的概念。然后，本文继续讨论系统思维如何通过提出对复杂性的系统解释来促进服务管理。研究结果——基于服务系统动态的定量和机械观点，通过将流行的方法与可用于更好地理解服务交换的基于系统思维的元模型相结合，可以增强服务管理理论和模型。该论文的研究结果还表明，工程方法的集成如何有助于深入理解服务系统；采用可行系统方法（VSA）作为元模型有助于充分理解不确定条件下的市场行为。 原创性/价值——本文的原创性在于探索系统思维，特别是可行系统方法（VSA）对服务管理和决策的贡献。
Purpose–The purpose of this paper is to highlight how systems thinking contributes to decision making in uncertain contexts that are characteristic of service systems. Based on the assumption that service systems face complex conditions, the paper posits that systems thinking may support the understanding of key issues in service management.Design/methodology/approach–This paper proposes an interpretation of complexity in the context of service systems, which highlights the perspective change that occurs when a systems approach is adopted. The offered conceptual perspective is then brought to an operational level, in spite of the complexity of the decisions driving a viable system, by modelling a service system as a network of agents, resources, processes and decisions through the use of fuzzy logic. The paper reviews service management research streams, and takes a deeper look at the concepts of service systems and complex service systems. The paper then proceeds to discuss how systems thinking contributes to service management by proposing a systems interpretation of complexity.Findings–Service management theories and models may be enhanced by integrating prevailing approaches, based on a quantitative and mechanistic view of service systems dynamics, with systems thinking‐based meta‐models that can be used in better understanding service exchanges. The findings of the paper also show how the integration of an engineering approach can be insightful to the understanding of service systems; adopting a Viable Systems Approach (VSA) as a meta‐model can be useful in fully comprehending market behaviour in uncertain conditions.Originality/value–The originality of this paper lies in exploring the contribution of systems thinking, in particular of the Viable Systems Approach (VSA), to service management and decision making.